STARCANADA 2019 Tutorial: Shifting Our Testing to Embrace Customer Experience

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Tuesday, October 22, 2019 - 8:30am to 12:00pm

Shifting Our Testing to Embrace Customer Experience

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In today’s environment, customer and user experience (CX/UX) is overwhelmingly important—and is not just about the product. CX/UX describes all facets of a person’s interactions with and reactions to the product, the organization that supplies it, and the environment in which it is experienced. Isabel Evans says that in order to focus our tests appropriately, it is vital that we testers understand our users’ experiences. We need to explore and measure human, business, and societal impacts of products we develop, and how those aspects are underpinned by technical qualities. We need to shift our testing mindset to thinking about the customer experience and testing through the whole design, development, and life of the products and services that support CX/UX. We must become engaged in understanding CX/UX from the start in order to address it successfully. Isabel will present examples from real projects as she discusses how to understand user personas, contexts of use, and acceptance criteria. She’ll also share a method to understand and test how customers experience your product by thinking about the quality layers of user experience, quality in use, and internal quality. Learn to define who your customers are and identify the needs and desires that are important to them.

Isabel Evans
Independent Consultant

Independent quality and testing consultant Isabel Evans has more than thirty years of IT experience in the financial, communications, and software sectors. Her work focuses on quality management, software testing, and user experience (UX). Isabel authored Achieving Software Quality through Teamwork and chapters in Agile Testing: How to Succeed in an eXtreme Testing Environment, The Testing Practitioner, and Foundations of Software Testing. A popular speaker and storyteller at software conferences worldwide, Isabel is a fellow of the British Computer Society and a twenty-year member of software industry improvement working groups, and she received the 2017 EuroSTAR Testing Excellence Award. Connect with Isabel on LinkedIn, Twitter, or her website.